Returns Specialist
About The Position
The Returns Specialist serves as the primary owner of customer returns and Return Material Authorization (RMA) activities throughout the Americas region. The role manages the complete return lifecycle, from initial request review through final resolution, while ensuring an exceptional customer experience. It works cross-functionally with Customer Service, Technical Support, Quality, Finance, and warehouse operations to coordinate returns, resolve logistics issues, and drive continuous process improvements. The position processes customer returns and RMAs, coordinates reverse logistics activities, handles ERP logistics transactions and exceptions, maintains process documentation, and supports operational improvements. It operates in both office and warehouse environments and requires prolonged computer use, regular movement throughout warehouse facilities, and occasional lifting of materials up to 20 pounds. No travel is required.
Requirements
- Associate degree in Supply Chain, Logistics, or a related field, or an equivalent combination of education and experience.
- Minimum of 2 years of experience in customer returns, reverse logistics, order management, customer service, logistics operations, or a related function.
- Experience working with ERP systems and complex transaction processing.
- Strong communication and organizational skills.
- Ability to manage multiple priorities while maintaining accuracy and attention to detail.
- Must be Export Control Compliant (ITAR).
Nice To Haves
- Experience with Oracle ERP.
- Experience with Salesforce.
- Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
- Strong analytical and problem-solving skills.
- Experience working within a manufacturing, distribution, or supply chain environment.
Responsibilities
- Manage customer return requests and RMA processing from initiation through closure.
- Review return requests for accuracy and completeness prior to authorization.
- Maintain RMA records and related transactions within ERP systems.
- Communicate return requirements, shipment instructions, and status updates to customers and internal stakeholders.
- Monitor outstanding returns and proactively follow up on overdue items.
- Track and report on return aging, collections activity, and unresolved cases.
- Coordinate return shipments, exchanges, trade-ins, refurbishments, and return-for-credit activities.
- Partner with Customer Service, Technical Support, Quality, Finance, warehouse teams, carriers, and third-party logistics providers to resolve return issues.
- Support approved scrap, expired inventory, recalls, and other product disposition activities.
- Investigate and resolve discrepancies related to returned products and shipments.
- Process and troubleshoot logistics transactions within Oracle ERP.
- Research and resolve shipment, receipt, and inventory exceptions.
- Maintain process documentation, work instructions, and standard operating procedures.
- Identify opportunities for process improvements and support automation and standardization initiatives.
Benefits
- Comprehensive Total Rewards program with benefits and perks intended to support employees and their families inside and outside of work.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
